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Cisco 500-445 Exam
Implementing Cisco Contact Center Enterprise Chat and Email (CCECE) (Page 2 )

Updated On: 1-Feb-2026
Page 2 of 13
PDF with 58 Questions

How is Chat Watchdog Interval used?

  1. to control the time interval after which a chat activity is tagged as abandoned if an agent could not accept it
  2. to control the time interval after which a chat activity is tagged as abandoned if it could not get any response from UCCE
  3. to control the time interval after which a chat activity is tagged as abandoned if it could not be routed to UCCE
  4. to control the time interval after which a chat activity is tagged as abandoned if it could not be assigned to an agent

Answer(s): A

Explanation:

Chat Watchdog Interval is used to control the time interval after which a chat activity is tagged as abandoned if an agent could not accept it. The purpose of the Chat Watchdog Interval is to ensure that a customer's chat request is not left unattended for an extended period of time. If an agent is not available to accept the chat within the specified time period, the chat activity will be marked as abandoned. This allows the system to route the chat to another agent or take other appropriate actions to ensure that the customer's needs are met in a timely manner.



Which activities can agents pick and pull?

  1. Agents can pick chats from other agents that belong to the same set of skill groups.
  2. Agents can pick chat from other agents that belong to the different skill groups.
  3. Agents can pick emails from other agents that belong to the same set of skill groups.
  4. Agents can pick emails from other agents that belong to the different skill groups.

Answer(s): A

Explanation:

Agents can pick chats from other agents that belong to the same set of skill groups. This is known as

"chat takeover" or "chat transfer" and allows agents with the same skill set to assist customers who have been waiting in a queue or are currently engaged in a chat with another agent.


Reference:

https://www.genesys.com/resources/cx-overview/customer-service/chat-transfer



Which information in ECE allows administrators to set up working and non-working hours and days for employees in their department?

  1. Business hours
  2. Administrative script
  3. Business calendars
  4. Time of day

Answer(s): C

Explanation:

Business calendars in ECE allow administrators to set up working and non-working hours and days for employees in their department. The business calendar can be used to define holidays, working hours, operating hours, vacation times, and other important time-related information. This allows administrators to ensure that the department is properly staffed at all times and that employees are not working outside of their scheduled hours.


Reference:

[1] https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/enterpris e_chat/enterprise_chat_admin_guide/cec_b_enterprise-chat-admin-guide-cec/cec_b_enterprise- chat-admin-guide-
cec_chapter_01.html [2] https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/con tact_center/enterprise_chat/enterprise_chat_admin_guide/cec_b_enterprise-chat-admin-guide- cec/cec_b_



Which TCP ports need to be opened in the firewall between the Web Server and Application server?

  1. 993
  2. 2434
  3. 9001
  4. 15097

Answer(s): A



What are two ways the agent SSO functions in the ECE/CCE environment? (Choose two.)

  1. Unified CCE agents configured for SSO in Unified CCE can now access the ECE gadget in Cisco
    Finesse, but they have to input their credentials.
  2. SS0 allows administrators to check the status of agent and supervisor performance.
  3. SS0 is not enabled by default; configuration is necessary.
  4. SS0 allows agents, supervisors, and administrators to provide CCE credentials once and be authenticated across multiple disparate applications.
  5. Unified CCE agents who are not configured for SSO in Unified CCE are not allowed to access the ECE gadget within Cisco Finesse.

Answer(s): C,D

Explanation:

1. SS0 is not enabled by default; configuration is necessary. Single Sign-On (SSO) is not enabled by default in Cisco ECE, and configuration is necessary in order to set it up. This configuration involves setting up SSO on the Cisco ECE and Cisco Unified CCE side and configuring the SSO settings in Cisco Finesse.


Reference:

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_ compatibility_matrix/11_5/cec_b_crs-ece-11-5-compatibility-matrix.html
2. SS0 allows agents, supervisors, and administrators to provide CCE credentials once and be authenticated across multiple disparate applications. This feature allows agents to sign on once and access all the applications that they need, such as Cisco Finesse, Cisco ECE, and other web-based applications, without having to sign in multiple times.

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_ compatibility_matrix/11_5/cec_b_crs-ece-11-5-compatibility-matrix.html



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